Senior Manager, Desktop Support
Tokio Marine North America Services
full-time
Posted on:
Location Type: Hybrid
Location: Bala Cynwyd • Pennsylvania • United States
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Job Level
Tech Stack
About the role
- Oversees the daily operations of the desktop team, ensuring timely and effective response to end-user requests and incidents
- Monitors and manages the team's workload and ticket queue, ensuring SLAs and KPIs are met
- Implements and maintains ITIL-based service management practices and processes
- Stays current with industry trends, emerging technologies, and best practices in IT support
- Assists in complex technical issue resolution and provides guidance to team members
- Collaborates with other IT teams for problem resolution and escalation of issues when necessary
- Implements and monitors customer satisfaction surveys and acts based on feedback
- Continuously seeks opportunities to improve the overall desktop support experience
- Develops and maintains desktop support performance metrics and reports
- Analyzes data to identify trends, areas for improvement, and opportunities for efficiency
- Manages relationships with third-party vendors and service providers as needed
- Allocates and manages resources effectively to meet desktop support goals and objectives
- Ensures adherence to security policies and compliance standards within the desktop support operations
- Assists in incident response and security awareness initiatives
- Reviews and performs quality assurance checklist on various tickets for Service Desk Analyst I, II & III to assure that all processes are followed
- Follows up on Customer Satisfaction survey responses
- Maintains documentation for processes, procedures, and solutions
- Performs managerial functions, including: Leads, mentors, and manages a team of support technicians, analysts, and supervisors, including internal and external resources
- Sets performance goals, conducts regular performance reviews, and provides coaching and feedback to team members
- Performs internal and third-party team coordination for core IT infrastructure operations activities
Requirements
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred
- Master’s degree preferred
- 10+ years relevant experience
- Proven experience (5+ years) in a leadership role with people management responsibilities within an IT desktop desk or technical support environment
- IT certifications (e.g., ITIL, CompTIA A+, Network+, Security+) preferred
- Familiarity with ITIL or other service management frameworks
- Strong technical knowledge of IT systems, hardware, software, and networking
- Experience with ticketing and IT service management (ITSM) tools (e.g., ServiceNow)
- Strong organizational and project management skills
- Effective verbal/written communication and interpersonal skills
- Detail-oriented with exceptional problem-solving abilities
- Ability to work collaboratively in cross-functional teams
- Strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions
- Strategic thinking: Applies organizational acumen to identify and maintain focus on key success factors for the organization
- Superior attention to detail
- Ability to juggle multiple, competing, frequently changing time-sensitive deadlines and priorities
- Ability to lead and work effectively as part of a team
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITILticketing toolsIT service managementtechnical supportIT systemshardwaresoftwarenetworkingdata analysisperformance metrics
Soft Skills
leadershipteam managementorganizational skillsproject managementcommunication skillsinterpersonal skillsproblem-solvinganalytical skillsstrategic thinkingattention to detail
Certifications
ITILCompTIA A+Network+Security+